Five Reasons You Need a Social Media Support Strategy

Customer Support has evolved from traditional inbound channels like phone and email to real-time conversations across social media. Customer perceptions and expectations of service have dramatically changed as a result of new communication channels such as Twitter and Facebook. If you don’t think your company needs to engage with customers across social media, then consider these five reasons:

1.     Customers demand real-time interactions.

Compared to speaking on the phone or sending an email, social media allows for a quicker response time and a real-time conversation with the customer.

2.     It strengthens your online credibility.

Brands that interact with customers via social media reinforce the message that they’re technology savvy and attune to customer needs. Customer’s appreciate this new communication channel and brands that do it right, have a positive impact on customer loyalty, brand advocates, social sharing, increase engagement, and lower support costs.

3.     Your customers are on social media.

According to Oracle, 46% of online customers expect brands to provide customer service on Facebook and only 23% of companies provide customer service on Facebook. 

4.     It generates sales and increases revenue.

It’s important to note that customers who engage with companies over social media spend 20%-40% more money with those companies than other customers. (Source) Customers that find your brand credible and accessible and willing to do more business with your company.

Of course if your online customer service is poor, it most likely will result in higher negative comments posted online, “11% of brands lost revenue, 15% lost customers, and 26% have tarnished reputations,” says Sprinklr, a social media management systems company. People want convenience in their customer experience, and they expect that from your brand. Take advantage of the mobility that smartphones and tablets give, and assist customers in their purchases or address their inquiries via social media.

5.     It enhances your customer service support.

Customers expect 24x7x365 online customer support via social media. There’s obviously an added cost to service this channel, but the tangible and intangible benefits – customer loyalty, brand credibility, brand advocates, increase revenue, and decrease costs via more expensive support channels – are worth the effort.